Replying to an Artsy Inquiry

This article provides instructions for replying to an inquiry using Artsy Conversations in the Conversations tab.

Upon opening an inquiry in the Conversations tab, you will see a screen that looks something like the image below.

The inquiries you see in your ”Conversations Inbox“ are the exact same inquiry messages sent to your personal email inbox. All Artsy inquiries are sent to both Conversations and your personal email inbox. Any messages sent from your email will be copied into Conversations (but note that messages sent from Conversations will not appear in your personal email “Sent” folder). 

New inquiries start with key information requested by the collector highlighted in bullet points. Inquirers are prompted to ask for information that we know is likely to lead to them making a purchase. Ideally, you should provide this information as quickly as possible. When a collector provides a shipping address, giving them a shipping quote can also speed up the process and lead to a purchase.

At the bottom of the message thread, you will see a reply box. Use this to send messages to the Artsy collector. You may also add addresses to the “To:” and “Cc:” fields. 

Important note: the email address that you correspond with has been masked for your safety, and for the collectors.

The name and address listed in the “From:” field are determined by the Artsy account used to access CMS. If multiple employees at your gallery have access to CMS, confirm that you are logged in with the correct user account in order to ensure that the message sends from the correct name.

To confirm the name and email address that is displayed in your reply to inquiries, please see the information under Artsy user settings. Your "Full name" will be what shows in CMS when logged in and replying to inquiries. 

Note: Users and contacts are different. Users have CMS access whereas contacts receive inquiry notifications.

To add a gallery contact in CMS to receive inquiries via email, read our article.

To add a new user to Artsy CMS who can respond to inquiries in the Conversations tab, read our article.